Category Archives: Outsourcing Vendors

After 24 years, it’s adios ACS (er… except in Asia/Pac)

January 27th, 2012

Two years into its $6.4 billion acquisition, Xerox has finally decided to phase out this famous old ACS brand

Sal’s six stages of sourcing: BPO’s Generations

January 14th, 2012

Mike Salvino is Group Chief Executive, Business Process Outsourcing, for Accenture

The BPO industry has been going though an incredible evolution since the first major deals was cast, barely more than a decade ago, that it’s high time we took stock and take a good look at the phases – or generations – through which our industry has progressed. And there are few people who have lived and breathed these generational shifts more closely that Accenture’s BPO leader, Mike Salvino.

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The Sourcing Raj Part II: “You don’t have to be Indian to be a global outsourcing provider!”

January 9th, 2012

Would you kindly stay on the line to complete a brief customer satisfaction survey?

We complete our investigation into the dominance of India in the world of outsourcing, and whether or not the game’s up for non-Indian providers to come back into the picture

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Smackdown: Where is BPO going?

January 5th, 2012

Like a typical extended family at Thanksgiving, the buy family and the sell families cussed and discussed about the trends and challenges buffeting BPO. They passed the peas and offered some pretty unbridled opinion and insight. Click to download the highlights

One of the highlights of 2011 was that great web-debate on the Future of BPO where 1,100 people across the globe dialed in to hear from our buy and sell families. Here were the highlights…

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Infy procures Portland to soup up its sourcing

December 20th, 2011

Do you procure this australian as your lawfully wedded category specialist?

InfosysBPO has made its first substantial investment in the sourcing and category management space, picking up the lead Australasian provider Portland Group for $37m.

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IBM embellishes its B2B commerce empire… by acquiring Emptoris

December 15th, 2011

Emptoris’ well-regarded user interface and strong brand recognition among the procurement crowd make it an idea mate for IBM’s technology-driven focus and market leading procurement BPO capability. While the integration of Sterling, DemandTec, and Emptoris will take some time to become “smarter commerce”, there will be some immediate upsides.

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Announcing the HfS 50 Sourcing Blueprint Sessions

December 13th, 2011

This is going to be a defining two-day working session for power-brokers of the outsourcing industry, where leading buyers of both ITO and BPO services will confront today’s critical issues impacting outsourcing, to establish a Blueprint for the industry in 2015. And this time, we will have a vendor/buyer face-off session where leaders from six of the major service providers will join the debate.

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It may be for life, but will there be innovation, as TCS inks the mother of all insurance BPO deals

December 9th, 2011

For better or for worse, for richer, for poorer, until many missed SLAs do us part.

TCS’ insurance services delivery subsidiary, Diligenta, has become wedded to in a 15-year, $2.2bn, 1900 employee life and pensions BPO engagement with the UK’s Friends Life. This represents the largest life and pensions BPO engagement by a considerable margin, eclipsing the $1.1bn Prudential contract awarded to Capita in 2007. We believe this move from TCS signals a sea-change in the industry with regards to the growth strategies and ambitions of the leading BPO providers.

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SAP + SuccessFactors = Great for SAP, but could restrict growth potential for the HR services industry

December 4th, 2011

"I'll show you how I feel about your license model..."

With SAP’s move to “Cloudify” its software portfolio with the $3.4bn acquisition of the darling of HR software, SuccessFactors, we do not believe this is particularly good news for BPO service providers and services clients

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As InfosysBPO reaches the $500m mark, is it ready for the big-time?

November 20th, 2011

InfosysBPO is now a major BPO contender in the global marketplace, having quietly gone about building its BPO business streams since its inception via the buyout of FAO provider Progeon, exactly five years’ ago and expects to reach the landmark of $500m in revenues this year. HfS has always been encouraged by the firm’s approach to developing both horizontal and vertical BPO services, and its focus on leveraging its IT heritage to augment its value proposition. Infy is by no means the biggest player in the BPO business nor does it want to be, but it has been able to establish itself as a smart and very respected player in the BPO business.

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Capgemini collects Vengroff Williams to slip into third spot for global Finance & Accounting BPO

November 15th, 2011

Capgemini has made a major move towards strengthening its position in the global F&A BPO market by today acquiring Vengroff Williams and Associates – and leaping to third in the market share spot for F&A globally

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A big cat for a big job: meet Tiger (Part III)

November 4th, 2011

The final installment of our recent discussion between HfS CEO Phil Fersht and Genpact’s new President and CEO, NV “Tiger” Tyagarajan, which delves into Tiger’s vision for the future of technology and BPO.

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It’s Meg Mitt-man as HP does a 180 with its Band-Aid plan

October 27th, 2011

One can ask many questions as to why HP’s new CEO made such a dramatic reversal of Léo Apotheker’s decision barely two months’ ago. There’s nothing wrong with making “180′s” with product and strategy decisions – the very best businesses in the world have been quick to admit bad decisions and correct them.

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A big cat for a big job: meet Tiger (Part II)

October 20th, 2011

Part II of Phil Fersht’s interview with Tiger Tyagarajan discussed the Genpact-specific opportunities and challenges that Tiger will be tackling in his new role as President and CEO

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A big cat for a big job: meet Tiger (Part I)

October 19th, 2011

Having survived a tough recession for the BPO industry, successfully fending off larger competitors baying for its blood, Genpact has recently taken a new direction – appointing NV “Tiger” Tyagarajan to take the helm from the irrepressible Pramod Bhasin

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Eight top tips to prevent outsourcing providers committing harakiri in the sales process

October 13th, 2011

Let’s save you nice outsourcing providers the time, trouble and expense of getting advice on how not to sell yourself, and give you all the advice you need, right here, right now – and for absolutely nothing

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Curious about Kurien? TK talks to HfS about his plans for Wipro

October 10th, 2011

Wipro’s CEO T. K. Kurien talks to HfS about his plans for Wipro

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As Wipro drops out of the “offshore big three”, high-time to offload Infocrossing?

October 8th, 2011

Several leading service providers have been taking a long hard look at themselves in recent months as they come to terms with a new breed of competitor, increasing demands – and pricing requirements – from clients. There include the likes of CSC, HP and, more recently, leading Indian HQed provider Wipro. HfS analyst Robert McNeill takes a further look at Wipro’s current predicament and poses the question: Is it Time for Wipro to sell Infocrossing?

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Is the HP Band-Aid being re-applied?

September 22nd, 2011

We gave Léo Apotheker a strong benefit of the doubt when he recently ripped off HPs proverbial Band-Aid and made a series of tough announcements that could steer HP on a more coherent enterprise path. Sadly for Léo, his board is clearly in a position where they are unhappy with the progress made under him and want to bring in a very different personality in eBay’s Meg Whitman

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